Associate Partner - Customer Success (Healthcare Provider)

About the Role

The Associate Partner Customer Success is the commercial and executive owner of post-sale customer relationships. This role is accountable for renewals, expansion, value realization, and executive trust across a portfolio of enterprise healthcare customers.

The Associate Partner Customer Success operates as a post-sale Account Executive who owns the account narrative, driving measurable business outcomes, and translating platform capabilities into financial, clinical, and operational value for senior customer stakeholders.
A Day in the Life
1. Commercial Ownership (Renewals & Expansion)

- Directly accountable for Net Revenue Retentions (NRR), renewal forecast accuracy, expansion pipeline progressions across assigned accounts, and account retention.

- Drive expansion strategy and deal orchestration, partnering with Sales where required.

- Identify, qualify, and progress expansion opportunities based on customer value realization, not feature adoption.

- Maintain a forward-looking account growth plan tied to customer business priorities.

2. Executive Relationship & Value Leadership

- Serve as the primary executive contact for customer leadership (VP, SVP, C-suite).

- Lead executive QBRs focused on outcomes, ROI, and strategic roadmap alignment.

- Articulate value in the language of:

- Cost efficiency

- Quality improvement

- Clinical outcomes

- Operational scalability

- Ensure value realization narratives directly support renewal and expansion decisions

- Build trust by demonstrating deep understanding of payer, provider, and healthcare operations.

3. Strategic Account Management

- Own the account strategy, including stakeholder mapping, success plans, and risk mitigation.

- Accountable for ensuring delivery outcomes, aligned to contractual commitments and executive expectations, including surfacing risks early and driving corrective actions through delivery teams.

- Translate customer goals into clear priorities for internal teams.

- Partner with Customer Engineering Managers (CEMs) to ensure delivery aligns to promised outcomes — without micromanaging execution.

- Proactively surface churn risk with documented mitigation plans.

- Own account health through disciplined operating rhythms including QBRs. exec touchpoints, risk reviews and documented success plans

4. Cross-Functional Leadership

- Act as the executive quarterback across Product, Engineering, Analytics, and Delivery for assigned accounts.

- Influence roadmap conversations using customer insights and market context.

- Ensure tight internal alignment on commitments, value delivery, and account health.

5. Insight, Analytics & Storytelling

- Use data, analytics, and outcomes evidence to:

- Prove value delivered

- Support renewal justification

- Enable expansion conversations

- Translate complex analytics, clinical insights, and operational metrics into clear executive narratives.

- Present confidently to senior customer leadership with structured, concise recommendations.

What You Need

- 8–12+ years in healthcare consulting, customer success, account management, or enterprise SaaS

- Strong background in healthcare operations, payer/provider models, or clinical analytics

- Comfortable setting direction, making judgement calls, and holding teams accountable without formal authority

- Proven experience owning senior executive relationships

- Demonstrated commercial mindset: understands revenue, margins, and growth levers

- Exceptional written and verbal communication skills

- Demonstrated ability to drive outcomes in ambiguous, fast changing environments with distributed and offshore delivery teams

- MBA or equivalent strategic training strongly preferred

We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer

- Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance